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Reviewed 4 weeks ago via mobile

A really cozy nice hotel staffed by accommodating friendly staff. Clean and excellent location to midtown and value.
Easy walking distance to javits - will definitely return. Updated amenities. Recommend

Date of stay: February 2019
Trip type: Traveled on business
Thank 49meredithm
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cassa_Guest_Services, Guest Relations Manager at Cassa Hotel Times Square, responded to this reviewResponded 4 weeks ago

Thank you for your comments, it was a pleasure serving you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Excellent hotel and super nice service. We highly recommend this hotel everything is relatively close. from desk very good service diana does a very good job and at the bar manuel super attentive to any questions and service we need

Date of stay: January 2020
Thank rolandog576
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cassa_Guest_Services, Guest Relations Manager at Cassa Hotel Times Square, responded to this reviewResponded 4 weeks ago

Thank you for staying with us!
See you soon

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 18, 2020 via mobile

I don’t usually leave a bad review unless there are multiple things what went wrong during only a 1-night stay. Let me start with some positive things.

Pros:
Our room was clean and spacious. We booked a Marquis King room (VIP package) and were upgraded to a junior suite upon check-in. We arrived early in the afternoon and could check in to our room right away.

Cons:
Now, here are the highlights. We experienced multiple serious issues that we wouldn’t ever expect from a professionally-managed 4(or even 3)-star hotel.

1. Room request handling: We ran out of tissues in the bathroom and called to ask for them around 10pm. However, no one ever brought them to our room or told us why they could not. We didn’t bother calling again because we wanted to sleep after having waited for an hour expecting someone to knock on our door and having removed the do-not-disturb sign.

2. Late check-out request handling: We totally understand that late check-out will only be granted if it is available, even with a VIP package. However, the way the hotel handles our late check-out request is extremely unprofessional. When we checked in, we asked for a 1pm check-out instead of the usual 11am. They told us they would not know if it was possible until the day of check-out (which was the following day) and would call to let us know by 10:30am the next morning. Although we were fine with that, we thought it was an odd practice because not only guests can’t make plans in advance knowing whether they can check out late, they also have to stay in the room that morning waiting for the call. We waited for the call until 10:25am... still nobody called. We decided to call the front desk only to hear “oh sorry, your request was not approved”. Although they told us that they tried to call us, we were by the phone the entire time and did not receive any call. We were very frustrated and had to shower and be ready in very little time.

3. Missing basic bathroom amenities: Our room came with only 1 (instead of 2) small towel, no wash cloth, no bath rug, no bathrobe. See issue (1) for why we didn’t ask for them.

4. Lack of luggage storage: Although this is absolutely unacceptable for a 4-star hotel, we are not giving a 2-star review based on this reason because we expected and prepared for it in advance.

I do not recommend this to hotel and will not come back.

Date of stay: January 2020
Trip type: Traveled with friends
Thank tannerlek2015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cassa_Guest_Services, Guest Relations Manager at Cassa Hotel Times Square, responded to this reviewResponded 4 weeks ago

Hello, thank you very much for your comments, we are always there to assist you and if we do not respond to the first one, do not hesitate to call again as many times as necessary. When there are no disturb signs, you do not touch them in the room, but if we are here to serve you and if your request is not resolved at the moment, do not hesitate to let us know. If we have storage for suitcases with a cost of only 2 dollars.
We will work to improve this situation.

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Reviewed January 17, 2020

We have stayed in this hotel twice while attending a conference at the JAcob Javits center. Fantastic experience both years. They expanded the lounge this year which was great for getting work done as a team. WIFI is fast and reliable. Rooms are clean.

Date of stay: January 2020
Trip type: Traveled on business
Review collected in partnership with this hotel
Thank JYS647
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cassa_Guest_Services, Guest Relations Manager at Cassa Hotel Times Square, responded to this reviewResponded 4 weeks ago

Thank you very much, it is a pleasure that your stay has been pleasant.
we wait for you soon.

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Reviewed January 13, 2020

Hotel has friendly staff and an easy location close to the subway. Room is spacious, basic, and comfortable. There's a great roof and breakfast provided. Bathroom needs updating and really wish they had incentives or deals for regular customers!

Date of stay: January 2020
Trip type: Traveled on business
Review collected in partnership with this hotel
Thank ngreen615007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cassa_Guest_Services, Guest Relations Manager at Cassa Hotel Times Square, responded to this reviewResponded January 14, 2020

Thank you for your comments, we will consider your suggestion to improve, we hope to see you soon

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